Case Study: WALDNER Holding GmbH & Co. KG

Consolidated Service Management for ITSM and Maintenance with EcholoN

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The Initial Situation

At WALDNER, separate, isolated solutions were used in IT support and maintenance. For example, there was a separate development/change management system for ERP-related issues, a dedicated incident/asset management solution for the IT infrastructure, and additional in-house tools used in maintenance. These parallel systems prevented consistent workflows, complicated analysis, and made cross-departmental transparency the exception rather than the rule. The result was a high level of coordination effort, inconsistent documentation, and limited control over service quality and resources.

Conclusion:

With EcholoN, WALDNER has consolidated its service processes in the areas of IT and maintenance into a single, centralized platform. This has significantly increased transparency, standardization, and controllability. The organization benefits from traceable workflows, reliable analyses, and a knowledge base that ensures long-term stability in service quality. Future plans include integration with mobile devices as well as expansion to additional service areas and subsidiaries.

About WALDNER Holding GmbH & Co. KG

The WALDNER Group is an internationally oriented manufacturer of laboratory equipment as well as machinery and systems for the process industry. Its product portfolio ranges from filling and packaging systems to plant engineering and equipment solutions for the food, pharmaceutical, and chemical industries.

“This way, we can see at any time in EcholoN what the situation is regarding the number of incidents and resource utilization.”

Armin Steck
IT Director, WALDNER
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Goals and Challenges

Consolidation of heterogeneous service tools into a central platform

Standardized, traceable service processes across IT and maintenance

Integrated incident, asset, contract, and change management “out of the box”

Future-proof architecture with open interfaces and web services

Reliable transparency regarding incident rates, utilization, and asset histories

Solution Approach with EcholoN

To consolidate ITSM and maintenance into a single, process-oriented system, WALDNER chose EcholoN as its central service management platform. The deciding factors were the integrated mapping of the relevant functional areas, the cross-functional reporting, and the flexible adaptability without the need for time-consuming custom development. As part of the implementation, service processes were also optimized from an organizational standpoint, so that data entry, tracking, and commercial management (e.g., SLAs, licenses, contracts) are now handled uniformly and system-supported.

Key Measures

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Introduction of EcholoN as a central platform for ITSM and maintenance

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Standardization of incident logging and status communication within the service

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Setting up integrated workflows for maintenance intervals, inspection cycles, and reminders

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Centralized Asset View including contracts, supplier/service provider data, and history

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Systematic Documentation of Incidents and Solutions as a Knowledge Base

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Phased rollout to company-owned restaurants, followed by expansion to franchise locations

Results and Added Value

  • Significantly greater process transparency across all service areas
  • Consistent information: status, responsibilities, and history traceable at any time
  • Faster, more informed decisions through cross-functional reporting
  • Improved service quality through structured documentation and a growing knowledge base
  • Ability to provide evidence to suppliers through complete asset and incident histories
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“Today, with EcholoN, we can generate complete documentation for our suppliers at the click of a button—including history, inspection procedures, and maintenance issues.”

Thilo Rauch
Project Manager, WALDNER

About EcholoN

EcholoN is an enterprise service management suite from mIT solutions that enables service processes to be mapped, automated, and evaluated in a structured manner. Among other features, the platform supports incident, asset, contract, and change management; workflows; a knowledge base; and reporting, and is designed to centrally manage service quality, transparency, and efficiency.

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